Contacting HCL® Software Support

If the self-help resources have not provided a resolution to your problem, you can contact HCL® Software Support. HCL® Software Support provides assistance in resolving product issues.

Before you begin

Prerequisites

To submit your problem to HCL® Software Support, you must have an active HCL Support account and software maintenance agreement. For further assistance, contact your HCL® representative.

To submit your problem online (from the HCL® website) to HCL® Software Support, you must additionally:

Be a registered user on the HCL® Support website. For details about registering, see Registering on the HCL® Software Support website.
Be listed as an authorized caller in the service request tool.

Procedure

Determine the business impact of your problem.

When you report a problem to HCL®, you are asked to supply a severity level. Therefore, you need to understand and assess the business impact of the problem that you are reporting.

Option	Description
Severity 1	The problem has a critical business impact: You are unable to use the program, resulting in a critical impact on operations. This condition requires an immediate solution.
Severity 2	This problem has a significant business impact: The program is usable, but it is severely limited.
Severity 3	The problem has some business impact: The program is usable, but less significant features (not critical to operations) are unavailable.
Severity 4	The problem has minimal business impact: The problem causes little impact on operations or a reasonable circumvention to the problem was implemented.

Describe your problem and gather background information,
When describing a problem to HCL®, be as specific as possible. Include all relevant background information so that HCL® Software Support specialists can help you solve the problem efficiently. To save time, know the answers to these questions:
- What software versions were you running when the problem occurred?
  To determine the exact product name and version, use the option applicable to you:
  
  Start the HCL Installation Manager and select File > View Installed Packages. Expand a package group and select a package to see the package name and version number.
  
  Start your product, and click Help > About to see the offering name and version number.
- What is your operating system and version number (including any service packs or patches)?
- Do you have logs, traces, and messages that are related to the problem symptoms?
- Can you re-create the problem? If so, what steps do you perform to re-create the problem?
- Did you make any changes to the system? For example, did you make changes to the hardware, operating system, networking software, or other system components?
- Are you currently using a workaround for the problem? If so, be prepared to describe the workaround when you report the problem.
Submit your problem to HCL® Software Support.
You can submit your problem to HCL® Software Support in the following ways:
- Online: Go to the HCL® Software Support website at https://support.hcltech.com/csm and click How to create a HCL Support case and follow the instructions
  Note: For more information about the HCL Support Portal, go to How to register to HCL Software portals
- By phone: For the phone number to call in your country or region, go to the HCL® directory of worldwide contacts at HCL Support Phone Numbers and click the name of your country or geographic region.
- Through your HCL® Representative: If you cannot access HCL® Software Support online or by phone, contact your HCL® Representative. If necessary, your HCL® Representative can open a service request for you. You can find contact information HCL Support Phone Numbers.

Results

If the problem you submit is for a software defect or for missing or inaccurate documentation, HCL® Software Support creates an Authorized Program Analysis Report (APAR). The APAR describes the problem in detail. Whenever possible, HCL® Software Support provides a workaround that you can implement until the APAR is resolved and a fix is delivered. HCL® publishes resolved APARs on the Software Support website daily, so that other users who experience the same problem can benefit from the same resolution.